What are the responsibilities and job description for the Guest Service Representative position at Hampton Inn & Suites?
General Summary
Responsible for providing superior service to guests, in accordance with the rules, regulations, policies, and procedures set forth by the company.
Principal Duties and Responsibilities:
- Identify the needs of each guest and provide relevant information regarding hotel policies, services and amenities.
- Responsible for registering all guests, obtaining pertinent information, and ensuring proper credit is established.
- Respond to requests from guests for assistance and information about the local area.
- Sell rooms to “walk-in” customers.
- Routinely enter or change reservation information on the computer system.
- Post charges and payments to guest accounts, as needed.
- Make necessary corrections to guest accounts.
- Communicate with the housekeeping department about room status/availability.
- Deliver requested items to guests, as needed, including incoming faxes, mail etc.
- Listen and respond promptly to guest inquiries and/or complaints in an appropriate manner.
- Operate hotel switchboard.
- Clean and maintain the front desk area/front lobby.
- Maintain daily logs (including communication).
- Each shift, balance cash drawers, credit card receipts, direct bills and all other incoming payments.
- Assist with facility deposits as needed.
- Issue safety deposit boxes, when requested.
- Reconcile the Housekeeping report with the bucket (registration cards) to monitor room occupancy.
- Pre-block rooms for incoming guests, especially those with special requests or VIP considerations, while following appropriate brand frequent stay programs.
- Maintain a current room status report.
- Perform additional assignments as required.
Job Requirements:
- High school diploma or equivalent required.
- Hospitality and/or customer service experience is preferred.
- Must be able to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service.
- Must be able to communicate effectively, be polite, courteous, and responsive to our guests.
- Must be able to speak and write the English language in an understandable manner.
- Must be able to stand for long periods of time.
- Must be organized and detail oriented.
- A valid driver’s license is required.
- Typing and computer skills are required.
